Program Operations Coordinator

About PILOT
Our mission is to help every professional feel powerful at work. We?e leveling the playing field by providing top-tier career development to more employees, sooner in their careers. PILOT is a NYC-based startup with a 100% remote team and virtual business model. We?e democratizing career development to help employees, managers, executives, and HR all find more success and... satisfaction in the jobs they already have!
PILOT supports HR Leaders by delivering virtual career development through a structured program of individual reflection, manager feedback, group coaching sessions, and executive fireside chats. PILOT can be rolled out quickly and we handle the communications, scheduling, operations, analytics, and nudging, enabling HR to play a more strategic role.
Unlike traditional offerings that are expensive, difficult to roll out, and reinforce employee helplessness, PILOT offers an affordable solution that is quick to launch and fosters employee ownership.
Market Validation and Accolades
Our award-winning product is revered by our end users and our customers, representing many impressive brands across industries (MetLife, Justworks, Usertesting, Diageo North America, S&P Global, ViacomCBS, Pandora Radio, Housing Works, Nestle USA, City Year, Aon, Thomson Reuters, CARFAX and more).
Our small, mighty, and nimble Crew has achieved a lot! We?e a hardworking, remote, and distributed team, working with the best tools, in a powerful culture, and we want your help to make career development available to everyone.
Additionally, PILOT is riding the macroeconomic waves of a rapid systemic transition to remote work which is disrupting Learning and Development and favoring solutions like ours which are truly scalable while not losing the efficacy of in-person delivered programs. Executives and HR departments are increasing budgets and investments in employee engagement, career development, and retention, all trends that benefit our business.
Job Description
PILOT is looking for a full-time Product Operations Coordinator who will support the operational needs related to delivering, managing, and enhancing the PILOT experience.
Responsibilities
Product Operations Coordinators are responsible for delivering our powerful career development program to our customers from onboarding and implementation to program completion. Your day-to-day will look like this:
?Acting as a customer? dedicated ?rogram Delivery Lead? supporting operations and logistics of the PILOT experience.
?Interacting with multiple stakeholders involved in the program including HR customers, their employees, executive leadership teams, and people managers.
?Assisting with pipeline planning, onboarding, and implementation of PILOT customers.
?Communicating with the PILOT Customer Success and Product Delivery teams throughout the program lifecycle.
?Ensuring the PILOT program elements are delivered to end users on time every week.
?Drumming up excitement and engagement with end users, supporting their success and consistency through the program.
?Analyzing customer data and generating regular reports throughout their program lifecycle.
?Resolving end-user inquiries by email, phone, and text message.
?Escalating and resolving product issues and bugs alongside support team resources.
?Maintaining customer documentation by updating the status in PILOT? project management system.
?Maintaining process documentation by updating or creating net new items in PILOT? knowledge base.
?Working closely with the Head of Product & Delivery and Senior Product Operations Coordinators to evaluate, enhance, and implement process improvements for the department.
?Acting as a project resource for designing and building new or enhanced product features.
Desired Competencies:
?Operational Excellence - You can manage and execute repeatable, operational processes efficiently, ensuring the seamless delivery of the PILOT program to our customers. You take a collaborative approach to evaluating, enhancing, and implementing process improvements.
?Communication and Collaboration - You have strong interpersonal skills to collaborate with various stakeholders including Customer Success Managers, end users, HR customers, and executive leadership.
?User-Centric - You have a solid understanding of user experience principles, with a focus on enhancing the overall engagement of end users.
?Tech Savvy - You are tech-savvy with the ability to quickly grasp and navigate technical software products.
?Eye for Detail - Exercising extreme attention to detail, you are thorough, have a talent for remembering things like names, and have an eye for errors, proofreading, and grammar.
?Organized - You have a proven ability to manage projects, juggling multiple responsibilities and priorities at once. You are driven by processes and thorough documentation.
?Experimentation and Innovation - Your mindset is geared towards experimentation, continuous improvement, and identifying innovative solutions to enhance program delivery and user engagement.
?Community - You have knowledge or experience in community -or program management to foster collaboration, communication, and a sense of belonging among groups of professionals.
?Agility - You thrive in a dynamic, fast-paced environment, ruthlessly prioritizing work and embracing change when required. You remain calm under pressure and address challenges thoughtfully.
Qualifications
The ideal candidate is an operationally strong, fast learner who can manage multiple priorities in a fast-paced, high-energy environment.
?You have previous experience in community management, CS operations, program management, product operations, or similar roles.
?Experience managing long-term projects with many stakeholders.
?Familiarity with data analysis.
?Experience supporting and owning user engagement.
?Solid background in cross-functional collaboration.
?Tech Familiarity / Skill: Proficient in Microsoft Office (specifically Powerpoint and Excel), GSuite Apps (Google Drive and Gmail), Customer Service and Email Platforms (such as Intercom, Hubspot, and others), Automation Tools such as Zapier or IFTTT, and Project Management Tools (such as Asana, Microsoft Projects or Jira).
Additional Information
?The Product Operations Coordinator must be available Monday through Friday between the core hours of 9:00 am ET and 6:00 pm ET.
?Equipment: PILOT will provide you with your own, company-issued computer and other accessories needed such as a mouse, keyboard, external monitor, and dongles. You will be expected to provide broadband internet access, physical workspace, and mobile phone. Access to all company systems, including email, will be furnished by PILOT at the company? expense, including any third-party services required to complete your job duties. Additionally, a softphone will be provided for making work-related calls.
?Reporting Structure: You will align on expectations and prioritize deliverables reporting directly to the Company? Head of Product & Delivery.
?This is a W2 position with company-provided benefits.
?Salary Range: $70-$80K
Benefits at PILOT
?100% Remote work (done right) with the flexibility to work from anywhere
?Health, Dental, and Vision Insurance (numerous plans premium-free for individuals) and HSA plan
?401(k) plan with generous company matching
?12 Paid Company Holidays
?15 days of paid vacation time
?5 days of paid sick time
?Passport, Global Entry, and TSA PreCheck covered on company expense
Our Company Values
The values that guide PILOT, including how we design our product, make decisions and our behaviors are Vibrant, Inventive, Thoughtful, Ownership, and Striving. We expect our people to hold these values close. We design our products around these and use them to guide our behaviors in how we work with others.
Additional Benefits to Working at PILOT
?Compelling Work - We believe that not only should you be paid for your time and work, but you should also be engaged in what you do. Your work with PILOT directly supports our mission to transform career development opportunities and activate people so they feel powerful at work.
?Flexibility - All of our team members are remote, working from different parts of the United States. You?l be able to work from home with flexible, though consistent, working hours. Our core operating hours are 9 AM ET - 6 PM ET M-F. We seek to maximize asynchronous work (outside of prospect/customer meetings) by using industry-leading collaboration tools.
?Growth Opportunities - You have the opportunity to grow with us and receive direct feedback and regular career development opportunities. As a startup, this is a position with huge potential in terms of growth. We act quickly on promising ideas and empower each of our crew to truly own their role.
Our Commitment to Diversity, Equity, and Inclusion
PILOT is a Certified LGBT Business Enterprise through the National Gay and Lesbian Chamber of Commerce. We recognize that our people are our strength and the diverse talents they bring to our workforce are directly linked to our success. We are an equal-opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate based on any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. Following applicable law, we make reasonable accommodations for applicants?and employees?religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans

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